Customer Support Packages

Continuous Computing delivers world-class customer support in line with its ISO 9001:2000 Quality Management System. The following summarizes the standard support plans including interfaces, procedures, notification, and reporting during product development as well as after deployment.

Continuous Computing offers three core support packages, Basic, Gold, and Platinum.

The company can also provide training and on-site support. Please see the Trillium Professional Services offerings or contact us for additional information.

Basic Support

• 24 x 7, all day, every day
  • Submission of Customer Problem Reports (CPR)
  • Submission of Return Material Authorization (RMA)
  • Tracking the status of open CPRs and RMAs
  • Free download of software updates for hardware
  • Access to product FAQ, if available
• Mon - Fri, regular work hours:
  • Access to a development engineer for questions on product design and architecture
  • Replacement shipment for RMA (within 3 weeks of receiving the defective part)
  • Access to a Customer Program Manager assigned to your account and who is a single Point of Contact for all support and business issue escalations

Gold Support

• Basic Support plus:
• Saturday and Sunday normal business hours:
  - Access to a development engineer on technical support issues
  - Access to a Program Manager assigned to the account

Platinum Support

• Gold Support plus:
• 24 hours 7 days a week
  - Access to a development engineers on technical support issues
• Technical support by our local Field Sales Engineers for critical issues
• RMA shipped the next business day after submission